What metrics are available for evaluating Agent performance?

You can find information on Agent performance via the Analytics Dashboard by reviewing the tabs under ‘Teams’. There’s a wealth of information available in this area regarding your individual team members and Agent Groups.

In the Trends area, you can use the drop-downs at the top to review metrics by team members, apps, platforms, languages, dates, and more. The book icon leads to an analytics glossary where you can review Helpshift Analytics terminology. The cloud icon allows you to automatically download all of the metrics available for today.

Under the Summary by agents tab, you’ll see a list of all your Agents along with their Agent Score, Issue Assigns, Issue Resolves, Average Survey Rating, and much more. Click the arrows to move down the list and review additional metrics.

The following metrics (among others) are available in this area to evaluate an Agent’s performance:

Agent Score: A scale of 1 to 10 based on the number of solutions accepted and rejected by the end user. A higher score essentially means more users were happier with your Agent’s responses.

Average Survey Rating: the average CSAT response for the Agent. Agents should aim to have their CSAT responses as high as possible.

Holding Time: Average time between an Issue getting assigned to an Agent and when the Agent replies. This excludes New Issue Automations.

Time To First Response: Time taken by an Agent to first respond to an Issue. You want to keep this number as low as possible to provide the best support experience.

Average Time To Resolve: Time taken to resolve an Issue. Your goal should be to have a short time to resolved coupled with a high average CSAT score or a high number of accepted solutions.

FCR (first contact resolution) Rate: Percentage of cases resolved with a single outbound interaction. This should be reviewed against the Agent’s

Acceptance Rate: a high number percentage for FCR isn’t ideal when combined with a low Acceptance Rate.

Outbound Interactions: Number of outgoing messages from a given Agent. A low number means your Agents are effectively resolving Issues with very little back and forth communication.

You’ll notice a new icon next to each Average Survey Rating. Clicking this icon allows you to review the number of Issues per each CSAT (Customer Satisfaction Survey) rating that is summarized within the average score.

You can also click each of the rating numbers to jump to an Advanced Search statement that filters for the exact Issues that generated those ratings.

The last tab, Summary by groups, allows you to review the same metrics for all Agent Groups you have created. If you’re not using Agent Groups, please see How Do I Create Agent Groups? to get started with this feature.

Groups are a great way to prioritize VIP or high paying users, urgent technical errors, and other types of Issues to receive faster support. Some metrics you should use when tracking high-priority groups are as follows:

CSAT score: Your VIP Groups should have a high CSAT score.

Time to First Response: Because you want to provide the best experience possible to VIP users, your Time to First Response should be shorter than for other Groups.

Holding Time: Just like with Time to First Response, Holding Time should be lowered for your VIP Groups than for other Groups.